Tier 2 I.T. Technician
KooL-IP Solutions Corp is a fast-growing Vancouver/Sunshine Coast based company that provides expertise in IT solutions comprised of cloud services, best in class hardware, software, security and data protection. We are currently looking for a full-time Level 2 Support Specialist to join our team. The right candidate will be organized, self-motivated, and has strong attention to detail.
Responsibilities:
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process, including actions taken through to the final resolution
- Respond in timely manner to requests and issues
- Troubleshoot and repair/replace equipment as needed
- Ability to work in Active Directory
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 2 support tickets
Experience Requirements (must have):
- Experience with Installing, configuring, administering and troubleshooting a wide range of desktop hardware and software
- Microsoft Exchange, Microsoft 365, and other emailing apps
- Installing, configuring, administering and troubleshooting Microsoft Windows Server including Active Directory
- Using Microsoft Office Suite including 2016, 2019 and Office 365
- Remote Control/Assist Software
- Troubleshooting printers, scanner and various other peripherals
- Troubleshooting and supporting mobile devices iPhone, iPad, and Android
- Networking and Firewalls
- High attention to detail
Preferred Knowledge of:
- Microsoft/CompTIA certifications would be an asset
- Experience with Remote Monitoring and Management tools
- Prior experience with a Managed Services Provider (MSP)
- Experience with ticketing systems
Qualifications for this Role:
- 5+ years of IT experience in a technician role
- Excellent client communication skills
- Strong documentation skills
- Demonstrate the ability to work in a high-pressure environment
- Ability to work overtime when needed
- Ability to travel to client sites when required
- Ability to work in a collaborative team environment
- Aptitude to learn new technology and software quickly
The right candidate is motivated and able to manage their time efficiently and effectively when working on their own remotely and is presentable, charismatic and has strong communication skills when working with non-technical clients.